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Bộ 14 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

Bộ 14 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

Lưu ý: Nội dung trong bài Bộ 14 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án chỉ dành cho mục đích tham khảo và học tập. Ban quản trị không chịu trách nhiệm về tính pháp lý hoặc kết quả thực tế khi áp dụng các thông tin này. Chúng tôi KHÔNG yêu cầu bất kỳ quyền truy cập nào vào hệ thống của bạn, KHÔNG theo dõi thao tác và KHÔNG thu thập dữ liệu cá nhân của bạn trong suốt quá trình làm bài.

Thời gian còn lại: --:--

Câu 1: Which characteristic of services makes it difficult for customers to evaluate quality before purchasing, leading firms to use tangible cues to provide 'physical evidence'?

Câu 2: In the Gaps Model of Service Quality, which gap represents the difference between customer expectations and management perceptions of those expectations?

Câu 3: Which dimension of SERVQUAL refers to the 'willingness to help customers and provide prompt service'?

Câu 4: hotel uses a 'Revenue Management' system to adjust prices based on demand fluctuations to address which specific service characteristic?

Câu 5: What term describes the 'level of service the customer hopes to receive', representing a blend of what can be and should be?

Câu 6: Which concept suggests that service employees should be treated as 'internal customers' to ensure high-quality delivery to external customers?

Câu 7: In a service blueprint, what is the line that separates activities performed by the service provider that are visible to the customer from those that are not?

Câu 8: The 'Service Recovery Paradox' occurs when:

Câu 9: Which type of service quality evaluation is based on 'how' the service is delivered to the customer (e.g., the employee's behavior)?

Câu 10: Qualities that a customer may find impossible to evaluate even after purchase and consumption (e.g., complex medical surgery) are called:

Câu 11: Which of the following is an example of 'Ambient Conditions' within a servicescape?

Câu 12: When a service provider experiences high turnover of front-line staff, which 'Gap' in the Gaps Model is most likely to widen?

Câu 13: Which relationship marketing bond is characterized by providing services that are tailored to the individual needs of the customer?

Câu 14: What is the primary goal of 'Boundary Spanning' roles in service organizations?

Câu 15: In the 'Zone of Tolerance', if the service level falls below the 'Adequate Service' level, the customer will likely:

Câu 16: Which strategy is most effective for a service firm to manage demand during peak periods when capacity is fixed?

Câu 17: What is 'Self-Service Technology' (SST)?

Câu 18: Which element of the extended 7Ps of Marketing involves the actual procedures, mechanisms, and flow of activities by which the service is delivered?

Câu 19: When a customer perceives the value of a service based on 'what I get for what I give', they are using which pricing perspective?

Câu 20: Why is 'Word-of-Mouth' (WOM) particularly critical in service marketing compared to goods marketing?

Câu 21: According to the Service-Dominant (S-D) Logic, value is:

Câu 22: Which 'Gap' arises when a firm's external promises (advertising) do not match the actual service delivered?

Câu 23: The 'Line of Interaction' in a service blueprint separates which two groups of activities?

Câu 24: customer who consistently uses a service provider due to 'switching costs' (e.g., time to learn a new system) is bound by which type of relationship bond?

Câu 25: Which of the following describes the 'Perishability' of services?